Analyst II, Field Services - Universal Kids Resort

Universal Orlando•Frisco, TX

About The Position

Assists with both on-site and remote support, delivering comprehensive technology assistance across the Universal Kids Resort (UKR) park and hotel. This position is responsible for troubleshooting, testing, repairing, and servicing hardware and software systems critical to guest and operational experiences. Provides technical support for a wide range of systems, including: Oracle Point-of-Sale (POS) and payment systems Support of hotel system such as Opera Cloud PMS Ticketing and turnstile solutions Digital signage and kiosks Kitchen display and table reservation systems Mobile ordering platforms (Android/iOS) Access control systems Time clocks Windows tablets and PCs Printers and IoT devices Basic network troubleshooting Tracks all incidents and requests through the enterprise ticketing system (SNOW) Configures, deploys, maintains, and troubleshoots hardware and software across multiple environments. Collaborates with Technicians, Analysts, and Team Leads to ensure timely resolution of issues and optimal system performance. Provides technical assistance for all Universal Kids Resort events, ensuring operational readiness and guest satisfaction.

Requirements

Basic understanding of ITIL framework or service management practices.
Basic understanding of Cat5/Cat6 Low-voltage cabling and termination.
Basic understanding of Local Area Networking.
Basic understanding of AV equipment for conferencing.
Experience with setup and support of PC, MAC, and POS systems.
Experience with Microsoft Windows, Active Directory, Microsoft Exchange, and Office products.
Experience with setup and deployment of payment devices.
Experience using an industry standard ITSM (IT Service Management) tool for incident and request management.
Ability to work in a team environment.
Good verbal and written communication skills.
Strong customer service skills.
Ability to multi-task in a fast-paced environment and effective time-management skills.
Consistent attendance is a job requirement.
2+ years in Field Services or PC Support related field is required; or equivalent combination of education and experience.
Experience in Cat5/Cat6 Low-voltage cabling and termination.
Experience in Local Area Networking.

Nice To Haves

Technical school is preferred.
Associate degree (AA) is preferred.

Responsibilities

Provides advanced hardware troubleshooting and support.
Installs, configures, diagnoses, and repairs technology related to UKR operations for both park and hotel including POS hardware used for ticketing, food, and retail, digital signage hardware, payment systems hardware, kiosks, turnstile hardware, attractions express hardware, biometric hardware, kitchen systems, mobile ordering hardware, access control systems, time clocks, Windows tablets, Android/IOS mobile hardware, Windows PC, printers, and IoT hardware.
Provides advanced software support.
Installs, configures, and troubleshoots Point-of-Sale (POS) software for retail, food, hotel, and ticketing business areas.
Handles event and project hardware and software configuration, deployment and support of POS and related technologies for all special events, ensuring operational readiness and guest satisfaction.
Performs basic network troubleshooting for both wired and wireless devices.
Creates and tracks all incidents and requests through ServiceNow enterprise ticketing system.
Follows all established Incident Response protocols in the event of a major outage or downtime.
Understand and actively participate in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities.
Perform other duties as assigned.